Study Of Counter Personal Business Process Optimization For A Bank Guangdong Branch

Chinese financial market has been a fundamental change after more than ten years of financial reform, the scale is no longer the only competitive method for a bank, and products and services has been highlighted as the bank’s winning weapons. The key element of strengthen the bank’s competitive advantages depends on the high-quality products and service processes, which are difficult to be replicated for competitors. How to use process management theory to build the high effective counter personal business process for the A Bank Guangdong Branch is the core content of this dissertation.According to the personal business developing growth decline problem of A Bank Guangdong Branch, this dissertation uses the business process management theory and Six Sigma improvement model, as well as the bank counter business processes as the starting point, to find out the key factors of affecting customer satisfaction by customers survey. Through data measurements and analytical tools, this dissertation analyzed the existing problems of personal business process in the counter and the reasons based on the data and facts. On this basis, then design the optimization measures of counter personal business process, and the implementation plan, guarantee and management requirements of implementation. Finally, by monitoring the improved business processes, ensure the effective optimization process to be maintained and improved.This dissertation builds a new flow management pattern which is fit for A Bank Guangdong Branch by using process management theory as the basis, the strategic orientation and the customer requirements as beforehand decision-making basis, Six Sigma method to do support means, with customer satisfaction and input-output evaluation after the inspection standard. The research content also has a certain reference value for other commercial banks.